Job Description

From the day we opened our doors in 1971, MRI Software has built flexible, game-changing software solutions to improve people's lives. The only way to carry out that mission is to hire the absolute best employees on earth. People like you. Work hard, play hard. Always. Our relentless commitment to client success, our employee resource groups and our promise to empower our teams to reach their full potential are a few examples of what makes MRI Software special. And we're insanely dedicated to creating a work environment that you look forward to every single day. That's why we invest heavily in our employee engagement, so you enjoy the tech industry's best perks.We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. We operate a flexible working model with options to work from an MRI office, home, or hybrid.
Job Title: Client Success Specialist - Horizon
Reports To: Client Success Director
: Do you have a detailed knowledge of the MRI Horizon solution and the associated market? Have you got comprehensive skills and experience in implementing, training and supporting MRI Horizon? Can you relate to customer challenges in this sector and effectively increase customer retention and satisfaction while generating revenue opportunities? As Horizon Client Success Specialist, you will be at the centre of customer interactions, ensuring that client retention and satisfaction are maximized.
Key Responsibilities:Client Communication: Proactively speak to clients to ensure they are happy and making best use of their solutions. Client Attrition Analysis: Analyse and address the reasons behind client attrition, focusing on actionable steps to retain clients. Detailed Horizon product & industry specific knowledge is required. Client Feedback: Collect and analyse client feedback to identify and address product and support issues contributing to client dissatisfaction. Client Risk Escalation: Addressing client risks promptly. Detailed Horizon product & industry specific knowledge is required. Identify Additional Business Opportunities: Identify and design additional billable solutions and services that can be provided. Generate ARR & Professional Services Revenue: Encourage clients to convert their demand into long term ARR bookings, and services. Maximise Client Satisfaction: Manage and support quarterly review meetings with customers, highlighting the benefits of our service, addressing any service concerns, and identifying opportunities. Customer Satisfaction Reports: Produce and action customer satisfaction reports that can be used to improve our future offerings for Horizon. Act as a client advocate by communicating feedback to relevant internal stakeholders. Act as the primary contact for assigned clients and help to address any client concerns by coordinating with internal teams (Support, Sales, Product, etc.) to resolve issues quickly and effectively. Help ensure that internal CRM systems are kept up to date regarding client status helping to ensure that detailed and accurate information is provided.

Knowledge, Qualifications and Skills:Bachelor's degree in business management or related field; Masters preferred - and/or relevant qualification and/or relevant experience. Comprehensive knowledge and deep practical experience of the Horizon solution, the market, and clients is essential. Proven ability and record of converting client challenges into service and software opportunities. 5+ years' experience managing client escalation and retention challenges. 5+ years' client relationship and mediation experience. Demonstrated ability to take concrete actions to deliver and inspire. Polished skills in communication, mediation, planning, and cross team collaboration. Excellent documentation and presentation skills. Collaborator with Problem Solving, 'Can-do' Mindset and a client centric focus. Willing to travel to client sites.

We're obsessed with making this the best job you've ever had!
We want our teams to love working here, so we've created some incredible perks for you to enjoy:We want our staff to love working here, and so we've created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group. Have confidence in your health with our Health Insurance Scheme. Invest in our competitive Personal Pension plan and help set you up for your future. Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s). Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose! Further your professional development with our Tuition Reimbursement Schemes. Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!

MRI continues to strive to amaze as a global industry leader in real estate software. Whether you are joining as a new pride member or bringing your expertise back, your talent is important to maintaining MRI's high client experience standards.
Amazing growth takes amazing employees. Are you up to the challenge?We know the confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don't hesitate to apply -- we'd love to hear from you! As a global company, we believe diversity brings benefits for our people, customers and clients. This is why MRI Software is committed to being an inclusive employer, regardless of your ethnicity, religion, sexual orientation, gender identity, disability, age, military and veteran status.Diversity, Equality and Inclusion are values that are critical to our success; come and see for yourself.